Automatic call-work director

United States Patent [w]

Battle

US006081592A [ii] Patent Number: [45] Date of Patent:

6,081,592 Jun. 27, 2000

[54] AUTOMATIC CALL-WORK DIRECTOR

[76] Inventor: Calvin W. Battle, 1498 Oakridge Cir., Decatur, Ga. 30033

[21] Appl. No.: 08/906,235 [22] Filed: Aug. 4, 1997

Related U.S. Application Data

[60] Provisional application No. 60/023,461, Aug. 6, 1996.

[51] Int. CI.7 H04M 5/06; H04M 1/64;

H04M 3/50; H04Q 3/64

[52] U.S. CI 379/309; 379/201; 379/265

[58] Field of Search 379/201, 214,

379/265, 266, 308, 309

[56] References Cited

U.S. PATENT DOCUMENTS

5,179,589 1/1993 Syu 379/265

5,185,780 2/1993 Leggett 379/265 X

5,206,903 4/1993 Kohler et al 379/309

5,299,260 3/1994 Shaio 379/265

5,327,490 7/1994 Cave 379/266 X

5,329,578 7/1994 Brennan et al 379/88.19

5,335,269 8/1994 Steinlicht 379/266

5,392,346 2/1995 Hassler et al 379/265

5,467,391 11/1995 Donaghue, Jr. et al 379/265

5,499,291 3/1996 Kepley 379/265

5,506,898 4/1996 Costantini et al 379/266

5,509,055 4/1996 Ehrlich et al 379/309 X

5,590,188 12/1996 Crockett 379/265 X

5,592,543 1/1997 Smith et al 379/265

xMO.-W.-N 6/1997 David 379/265 X

5,642,411 6/1997 Theis 379/266

5,684,872 11/1997 Flockhart et al 379/266

5,721,770 2/1998 Kohler 379/266

5,740,238 4/1998 Flockhart et al 379/265 X

The capability of communications systems is improved in completing call requests. Using automatic methods, people with appropriate communications devices are made available to receive calls under terms that protect the people's availability to do other work. An increase in the level of calls may be accommodated by automatically augmenting forces presently engaged in handling calls with a person from an adjunct work group who is normally engaged in tasks other than handling calls. When sufficient numbers of people in adjunct groups are available, no dedicated call-handling force is required. The regular work of people in these adjunct groups is interrupted to begin a period of handling calls under predetermined terms and conditions. Calls are then received until other terms and conditions for ending the period are satisfied. A preferential right to receive calls after the first call during the period of receiving calls may be specified. Apriority feature is provided: calls determined to have a higher priority are afforded a higher probability of connecting immediately to a person. In selecting from among eligible groups or persons to interrupt, an algorithm provides relative measurements of the call-handling benefit provided from the interruption.

13 Claims, 11 Drawing Sheets